Another thought exercise. I was trying to think of scenarios where Customer Success – i.e. genuinely worrying about whether your customers were using and getting value from your offering – wasn’t going to be a priority for a business in 2019. I could only think of two. But I think even these are slightly fatuous, I’d be […]
Customer Experience (CX) – it’s a popular topic right now, analogous to the importance of User Experience (UX) in the world of product development. And something which I strongly believe is important for a marketing team to get right. So, we all know that getting your Customer Experience great and consistent is important for all of
Measuring Customer Experience Read More »
We went to Milton Keynes today (school holidays – where else would you want to go?) and there were two examples of what I’d call, using marketing jargon, “A great customer experience” for the children. Listening to them talk about it afterwards, it wasn’t just something to do with the actual places we went to,
Your People Are Your Customer Experience Read More »
I was fortunate enough this week to go for one of the finest meals of my life. Just incredible food – however, that’s not what this post is about (I believe there are many blogs out there on all things foodie..). It’s about the superb customer service that came with the meal and the elements
Great Customer Service – Detail, Memory and Management Read More »
Marketing budgets are always on the squeeze. Or may be less that money is tight and more that the expectations on Return on Marketing Investment (ROMI) are raised. “I don’t mind spend £50k on this campaign, but I want to know what return I got, or you won’t have £50k to splurge next year”. The
Increase Your Net Promoter Score to Decrease Marketing Spend Read More »